iTalk Global Communications, Inc

Review: July 22, 2014

Attn: Revdex.com

From: [redacted] ( [redacted] Cell: ###-###-####)

Account No. with Italk Global Communication, Inc. : [redacted] Soon after discovering an unknown charge in the amount of $59.98 (posted on June 9) from Italkbb on my [redacted] credit card monthly statement, I spoke to customer service Rep. Bruce (Employee ID Number [redacted]) and questioned what charge it is. Bruce couldn’t find any information related to TV service order from my account, but agreed to find out what had happened;

7/4/14 16:23 Employee ID Number [redacted] I called again and was advised to wait 10 minutes for the recording tape to play for me. After 30 minutes, nothing happened.

7/4/14 17:41 Employee ID Number [redacted] Promised to make refund fully first and asked if I still wanted to listen to the tape. I confirmed. Then she said alt[redacted]gh the tape has been found, but she can’t play it wit[redacted]t authorization from her manager until Monday (7/7/2014).

7/11/14 07:21 Employee ID Number [redacted]

Played the tape by Mr. S[redacted]. It could not prove anything Italkbb employees has claimed that I was the one who had placed the order, but clearly provided the evidence that “[redacted]” was not me and the tape was forged. If you were allowed to exam the tape, you would notice the following:

(1) The salesman (Mr. Z[redacted]?) has completely skipped the normal procedure to identify who he spoke with first. No evidence whatsoever indicates that I was the man the salesman talked to.

(2) The tape sounded like the salesman was to sell TV service to the man. The salesman did all the talk from the beginning to the end, but the man even didn’t say a word. Is that unbelievable?

(3) Compare this tape to all other tapes they may have, one is easy to tell the obvious difference between the man and me.

Thus, the salesman did not talk to me! I haven’t known anything until the last week of June when I found the mysterious charge from Italkbb. This is a clear fraud case. To clearly the issue, I have made several calls to its customer service and spoken to few representatives, but so far I still have not received its apology and the full refund as they promised, or any solution to solve this issue in writing as I demanded. However, it has asked me to return a “box” that I haven’t received. What a sales tactics! Is this the way it sells the TV service to its existing telephone customers? It did unlawfully use my account info and complete the sales wit[redacted]t my knowledge. That’s what it did.

Ten more days have passed since our last conversation. It has not showed me any legitimate evidence to convince me that its salesman had not purposely forged the tape, done what he s[redacted]ldn’t have for his own financial gain.Desired Settlement: Given all the reasons above, I believe Italk Global Communication: (1) Must immediately refund the unlawful charge fully back to my [redacted] card account; (2) Must be responsible for any loss arisen from the illegal sales practice, such as the cost of a box if lost; (3) Must apologize for disclosing my personal information to an unknown third individual and causing me the unpleasant experience; (4) Must stop this illegal forcible sales tactics and make sure no salesman will ever make any sales call to me.

I reserve my right to take further action against Italk Global Communication, Inc.

S[redacted]ld you need a copy of the [redacted] statement or any further information or have any question, please contact me.

Thanks and regards,

Business

Response:

we have tried to reach customer few times and left voice mail to customer, but we didn't get any respond. but we did credit $59.98 back to customer credit card. customer s[redacted]ld see the refund no later than on Monday, Aug 18th. we will follow up with customer again next week,make sure customer will get the refund. thank you!

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Let's review what it said: "we have tried to reach customer few times (?) and left voice mail to customer, but we didn't get any respond (?). but we did credit $59.98 back to customer credit card. customer s[redacted]ld see the refund no later than on Monday, Aug 18th. we will follow up with customer again next week,make sure customer will get the refund. thank you!"

Review: This letter is explain why I cancelled my italkbb service and the process I cancelled the service.

I opened italkbb service from May. However, when I open this service and this account nobody notice I have to pay the cancellation fee when I cancel it .

After we opened the Italkbb service, we found that the quality is not good at all, meanwhile we didn't use italkbb frequently. So I felt I have to cancel it!

On August, I begun to call the customer service person and told them I was gonna to cancel the service. They gave me a bunch of excuses, and tried to persuade me continue to use italkbb. They told me they can give me a very low monthly service price, without any other charges, if I still want to cancel it I could called them at the end of the month . If the plan is true I won't insisted to cancel the service. The second time I called them (before the end of the month), they gave me a number and the number is much higher than they gave me earlier! I just felt like a it tricked with the customer service guy.

I insisted to cancel the service (since the poor quality,service and useless). In the end of the month, I called them again, the customer service person told me that day is their account closing day, so they could do nothing for my account and they wouldn't stop my service. Look, nobody gave me true and useful information! The client is real person of the firm's cash cow?

After that, I called them several times told them I have to cancel the service and stop the service. Till the mid of September my service canceled. But the customer service person use their calculator gave me huge number and told me that was my cancellation fee. I have to pay this amount, if I refuse to pay they will hire attorney to sue me. I told them that nobody notice me I have to pay the cancellation fee and no policy can explain how much should I pay when I opened the italkbb service.

They charged the "cancellation fee" directly from my credit card. This charge is unfair and it is a result of black box operation! I refuse to pay this.Desired Settlement: Refund $118.95, be honest to all the clients and apologize

Business

Response:

From: shon c[redacted]<[redacted]@italkbb.com>

Date: Thu, Nov 20, 2014 at 4:03 PM

Subject: FW: {Disarmed} [redacted] Complaint ([redacted])

To: [redacted]@myRevdex.com.org

Cc: [redacted] <[redacted]>

Dear [redacted], here is the respond the for the complaint [redacted]

I have tried to reach customer, but I didn’t have any successful, we emailed to customer this case,

regarding this Revdex.com complaint. We’ll not willing to pay the total of disputed amount that the customer requested in the complaint. The reasons are:

1. Our record shows the customer signed up the service through our website. In the service registration website, we have specified description of US $ 24.99 Global Unlimited Plan, and a 2 – year contract is required. Please see the picture below

2. When customer’s order has shipped, we sent the customer an order confirmation with all service information described in the order confirmation, include service plan and contract term. Please see the picture below

3. Our online Terms and Condition states clearly about Early Termination and Deactivation Fee , please see the picture below. that is if the customer terminates the Service within contract term after the Activation Date and after expiration of the Trial Period, iTalk has the right to charge an Early Termination Fee and promotion charge back from the Customer.

According to the service rule, we believe it is reasonable to charge the termination fee and promotion charge back after the customer terminated the service. We are unable to settle this complaint with our customer, and please proceed to investigate the complaint. Please contact me if you need to obtain any additional information or documents to complete the investigation.

Shon C[redacted]

iTalk Global Communication Inc

Tel: ###-###-####

Fax: ###-###-####

Email: [redacted]@italkbb.com

Review: 1. ItalkBB terminated our phone service wrongfully twice. Both times, they terminated our phone wrongfully without any email or mail notice.

First time, they terminated our service on 8/13/14. On 8/15/14, I called the customer service and a lady told me my credit card was not working anymore, they couldn't get my payment so they terminated our service. I told her that a month ago I already told them my credit card was lost and asked them to send me the bill and I will pay the check. Indeed, I sent one payment that way already. Later on, after verifying the recording, the customer service admitted they did wrong and re-opened my service, then she told me to send my payment check over in ten days to avoid further termination.

I sent my check to them around 8/19/14. On 8/23/14, only 7 days apart from 8/15/14, they terminated my phone service again. I called them to ask why, the customer service told me it's a computer's problem.

I am very disappointed by this answer. When I talked to the customer service on the first time termination, I told them they should have better customer support and DO NOT just terminate the phone service without any email or mail notice and even did not find out what was real problem. But only 7 days away, they did same thing again. This makes me feel that they only care for money without any good quality service. Their wrong doing caused me a lot inconvenience and wasted me a lot time to try to explain to them and fix the problems.

2. Secondly, they raised the service charge without our agreement at all. We signed two years contract "Service Subscribed: US $24.99 Global Unlimited 2Y + [redacted] + IFD 500" , plus tax, the total is like $27.99 monthly. After some time, the monthly charge became to $28.99. They said that the tax increased. Then after a few months, the monthly charge became to $29.99 and they said some item was added in the service even though I didn't add that at all, I even don't know what is that a about...Since I don't want to waste my time, I just let it go..Desired Settlement: I want to have a compensation from the inconvenience of our phone service loss and time waste.

Business

Response:

From: Joanne W* <[redacted]@italkbb.com>

Date: Fri, Nov 14, 2014 at 10:06 PM

Subject: Re: {Disarmed} [redacted] Complaint ([redacted])

To: [redacted] <[redacted]>

Cc: [redacted] <[redacted]@italkbb.com>

Hi [redacted],

Review: I paid one time fee of $39.99 for a TV box from ITalkTV last November. I was promised to get one year free service. About two weeks ago, the TV box stopped working. I called the customer serice and I was told that one of their engineers was going to call me to diagnose the problem, and if the engineer says the TV box is broken, they would send me a new one. But the engineer never called me. Since then, I made about nine (9) calls to the customer service. Everytime, I was promised the engineer would call me in next half hour, next two house, or so on. But I never received their engineer's calls. It is evident to me that ITalkTV is not willing to support me as they promised.Desired Settlement: Send me a new TV box and restore the TV service.

Business

Response:

We will contact customer as soon as possible.

Business

Response:

This case has been solved.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My ItalkTV did not work three weeks ago. I called customer service and worked with the technician over a week, then they said they will send me a new TV box. After receiving the box, the TV service still did not work. I called numerous times and every time they asked us to do the same thing: unplug the device, restarted the internet modem, leave the TV box powered, so they can upgraded the software from their end. Then yesterday, they told me the software is upgraded, but I still can't view any TV programs. If it's the problem with software, why don't they upgrade the software before sending me the new box? Now they told me the software is upgraded, but still it does not work. I want to have this issue resolved NOW.Desired Settlement: Technical issue needs to be resolved the earliest. It has been 3 weeks since I first contacted them! Also, extend my prescription for the duration of this issue.

Business

Response:

we have contacted customer yesterday, since customer has same problem with same model box. we just sent the another box to her yesterday, we test the box before we sent out. make sure it is working fine. will follow up with customer sometime this week after customer get the new box.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: We did received the new TV box on 6/4/2014. I tried to set it up and it came up with error not able to connect. I then called the customer service, since the line was busy, I left a voice message and I have not heard back from them. After close to 1 month of troubleshooting, twice of receiving a new hardware, the issue is still pending. What kind of product is that?

Regards,

Business

Response:

we spoke with customer, she said the TV was working. due the there is no any monthly free for the TV service, if customer renew her TV service (renew fee is 49.99) and we offer customer $20 off (around like 4-5 months) servicethe mean customer only paid $29.99 and can watch a whole year. customer said she will make the decision before July 20th. and $20 was already applied to her account. thank you!

Review: This company has an affiliated company name iTalkBB US, which has fraud advertisement and have evil policy to me, which including:

1) Use a so called Revdex.com A+ rate which is not showing in the Revdex.com system to lure people into their business

2)Always has technical problems including not-functioning phone service for a period of time and

3)The return policy is illegal and charges money

4)difficult to cancel services because they have unreasonable chargesDesired Settlement: 1) Remove the Revdex.com A+ rating advertisement on their website

2)Cancellation of the service should be free of charge

3)give me 4 month of complimentary service as the representative promised when I made the cancellation call

Business

Response:

Good morning, we have spoke with customer about the issues he had.

Review: Hi, Dear Sir/Madam:

I purchased the services on Oct 12, 2014 with their commitments -1 month trial and satisfied. we took a tv service and a new tel phone, and charged me $69.85 at my credit card. $8.94 on 10/16/2014. When we have the services, we found in the first two weeks, tv and tel didn't work. I called them to solve out. after we have the services, we found TV and phone were not the services we were supposed. we wanted to have the services they don't have.

in the early of November, their representative called in questioning or investigated the services. I clearly stated the services we don't want to continue, please cancel them. The representative agreed the services to cancel. Since that, we never use their services. they have records to show it.

However, when I received my credit card statements, they still charged to me $9.10 on 11/16 2014 and $9.0 on 12/16 2014. ($8.94 on 1/16/2015 it will be on Jan statement). Then I called them to stop to charge me on 1/20/2015. 3 calls took me 2 to 3 hours. However, they not only continue to charge me, but also charged me $102.96 more without my approval. I clearly and definitely told them" don't charge to my credit card, and I will take my credit card back". They enforced to get money from my credit card, and keep my credit number and expire date and security code without my approval. I am not sure what they do and will do with my credit card.Desired Settlement: Please refund my money total $203.92. Remove my credit card information from their system.

Business

Response:

after we investigated . customer didn't make any phone calls or watch TV after 30 days, we spoke with customer. we have refund $138 for the phone and 49.99 for the TV back to customer. customer was happy with the resolve. and we will follow up with customer make sure she will get full refund back to her credit card. thank you!

Review: Company won't terminate service after contracted payment being collected.

Called company several times to terminate my service after 2 years contract. Representative advised could not terminate my service even after I paid 24 month premiums. I have to call back on 10/13/2013 to terminate my service (my bill date is 14th every month). Or I will have to pay the Termination fee... I asked the representative why do I have to wait till the last day to cancel my service after payment being made? representative advised that's the company's rule. I asked the representative for the written cancellation agreement or term & conditions. Representative refused to give such info, advised on the first day of the signing up, it was given over the phone.

I argued with the representative that the contracted term is 24 months, I paid the full term of 24 months, so the contract is over, whether or not I decide to use the last month service, that's up to me, but I have the right to terminate my service, representative keep repeating the same thing over and over, I asked to speak with a supervisor, representative advised a supervisor is not present, will have to have someone call me back. Representative also advised me the company's phone will automatically hung up after 15 minutes and ask if there's anything else she can help me with. I told her I might forget to call them right on the last day before the next payment scheduled, sounds like a way to scam the customers. She replied I just have to write it down somewhere to remember.

I don't understand how is a customer paid 24 month premiums and only allowed 1 day to cancel the service before getting charged again or might forced to sign another 2 years contract after that.

I also don't understand how a company setup a 15 minutes rule, after that the phone will be cut off.

PS. after wrote this complaint, I called Italkbb again and another representative told me there's no "15 minute shut down" rule. After I told them I am going to file a complaint through Revdex.com, representative advised me she can wrote a note on my account, so even I didn't call on 10/13/13 and called after that. they will honor the refund.

I felt being scammed by a company like this. I can't trust anything they have told me.

I need Revdex.com to fight for my rights.

ThanksDesired Settlement: I want my rights,

I have the right to cancel my service after the contracted premiums are paid in Full.

Business

Response:

we contacted customer and took care the issue. customer doesn't have any complains anymore. thank you!

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I can not believe this, they have not made a contact with me at all!!!

Review: The 7/24/2014 at 10:05 PM a sales representative phone at home and talk to me in chinese. I do not talk in chinese and tell to her in english. She continue to talk to me in chinese. I asked her in english to unsubscribe my phone number from their lists, she answer me in chinese.

This is unwanted marketing phone call at an inapropriate time of the day. It,s unethical to disturb people late in the evening to sell services in chinese to people who don't speak chinese. This is a very very bad marketing data mining to get prospect's phone for a cold call. I wish this business will get out of business. This commercial behaviour is unacceptable and must be amended.Desired Settlement: CEO and executive manager go back to school business to be aware of ethical business, learn customer respect and get better marketing basis. Stop calling people late at night and do better prospects data mining.

Business

Response:

Hello, this is Canadian Customer, I have forward this customer to our Canada Office.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The number that phoned on 7/24/2014 10:05 PM is ###-###-####. This number belong to iTalkBB US office. This business phoned resident in North America, including Canadian resident since north american's toll free number doesn't meet any border constraints.

Review: I have been using italkbb's IP phone service since 2011. Last Oct(Oct 2012), I renewed my annual plan(global annual plan) with ItalkBB, with which I paid the whole 12month service fee of $299 upfront.

That been said, I have paid for the service in full till Oct 2013.

This month (July 2013), they charged me $9 dollar on my credit card without my authorization. I called them , they claimed that it was for some sort of $1 extra per month fee, and they are charging me for last Oct to this July, and refuse to refund this $9.

I paid in full $299 for 12 month service upfront, I don't think they have the right to do extra charges 9month later. And moreover,their official web site are still promoting the global annual plan for $299 at this moment:

[redacted]Desired Settlement: Remove this ridiculous charge and do not charge me similar fees in the future!

Business

Response:

$9 will be refunded to customer's credit card.

Business

Response:

re: case ID [redacted]

Inboxx[redacted]

Aug 5to meGood afternoon.

Dear [redacted]

This is [redacted] from iTalk Global Communication Inc,

we got the letter from you about the case ID [redacted],

we spoke with customer and took care the issues that customer had. Customer is happy now. Please let me know if we need to do any additional information about this case.

Thank you so much! [redacted]iTalk Global Communications Inc

[redacted]Tel:

###-###-####Fax: ###-###-####email: [redacted]

Review: My name is [redacted]. I have tow accounts with the VOIPphone italkBB. The first is [redacted], phone number ###-###-####. The second is [redacted], phone number ###-###-####. Their customer service hotline is ###-###-####.

The reason I opened the second account is I lost the phone adapter box for my first account 3 years ago. ItalkBB wanted to charge me 59.99 for a replacement adapter box, which is sold 10.99 everywhere on [redacted]. I asked them why charge me so much while they offer new customers free adapter boxes. They said promotion was only for new comers. I enrolled in their automatic payment program linking my phone bills to my credit card. They never stopped charging me monthly fees even I was never able to use my old account for past ththree years.

To prove my doubt I opened another account with italkBB under different first name. The new number they gave me is ###-###-####. They sent me the new phone adapter and charged me $0.

After using both accounts for 6 months, I tried to ask italkBB their attitude to allow me to close my account and transfer to [redacted] mobile. Their official answer is yes, I can. But I cannot stop the autopay program over the phone, they hold my credit card information for recurring charge regardless I close my account or not. A customer can sign up for the autopay, but has no right to cancel? I can’t believe it is legally reasonable in the US.

From 03/26-03/30 I submitted multiple requests to transfer my number ###-###-#### from italkBB to [redacted] three times. At first they said the account id no. is not enough they need a pin code, although I did not set up any pin code for my account. The second time I sent them my unique account safety password MIMI, but they said safety password cannot be accepted as an alternative pin code. After arguing with them over the phone, they admit the system should correct itself as no pin code in my account. However the third time my request for porting the no. out was still denied for no reason. The only response they gave to [redacted] is “waiting for resolution”. I have called italkBB 5 times, spending over 20 times talking to their supervisor level, but they just insist they have no intention to hold my porting, and someone will call me back. On 03/28 [redacted] mobile’s staff also called italkBB regarding the holding, italkBB said the inquiry was transferred to another division no one in their office speak English. The transfer was not through and no call back received the whole day. On 03/30 I made the last complaint to italkBB. They said they have authorized Level3 to control porting process, and gave me their phone number ###-###-####. They cannot do anything further to help me. I called Level3 only to find out their do not explain personal porting requests. And they only answer questions via email. I spent more than 3 hours on this issue, only to find out the truth is that italkBB is technically holding my number.

Please believe I have tried my best to solve the problem without bothering your office. You would not see my complaint on your desk if italkBB treat its clients in an honest way. I have reason s to accuse italkBB of the following three violations:

1 intentionally holding customer’s pone number.

2 intentionally enforcing recurring payment by holding customer’s financial information.

3 intentionally overcharge customer equipment costs to stop them from leaving.Desired Settlement: I have canceled both my account on the end of this month. Their real intention is hold me for more monthly fees, but I will not allow them to touch my credit card again. For my second account, italkBB should give back my number. For my fist account, if italkBB insists I pay them equipment fee, I pay whatever they desire, but in return I request them to refund all the monthly fees they have collected for the past 3 years, because without the equipment they actually rendered no services at all. I can image a worse company than them in today’s US market.

Business

Response:

we are still working on this case right now, already contact customer last week and will follow up with customer tomorrow (Thursday) it will take a little longer than we thought. will post it when we have the update.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I can not reject this response now, but I want to escalate my case, because while the investigtion was still going on, the merchant charged me another $65 without my knowledge and consent 3 days ago. The unaurthorized charge was made by another italkBB acount with [redacted] that I have never agreed upon in writing. On the end of March over our phone conversation, the merchant agreed to 1) waive my devise fee, 2) provide me with the copy of selfcclaimed one year contract. 3) Furthermore, after I reported loss of devise over 2 years ago the merchant still allows the adapter to be functional and have been billng me for usuages of outgoing calls that can not possibly be made by me. I requested a list of how much those outcalls costed me. All the above 3 agreement comes up to be all broken promise. I have received nothing from ItalkBB but a revenge of $65 charges.

They are going to far.

Regards,

Business

Response:

Hello, Dear [redacted]. About your case. Let me explain and tell you what we will do for your.

1. We have tried to contact [redacted] Mobile (helping your to port out the number ###-###-#### to them. But they don’t have any customer service phone number we can contact, every time we tried their different numbers, always got their dealers, at this time, we don’t think they have any number we can contact.

2. For your another account. Please see my attachment, these phone calls were made before and after you said you cancelled the service.

At this point, we can do this for you.

· We will give you a full year free phone service, with this service, (this is $346.40 valve)

Ø you can unlimited call 29 regions and countries (mobile and landline: China, USA, Canada and Hong Kong, Landline: Taiwan, Australia, Austria, Belgium, Chile, Denmark, France, Germany, Greece, Ireland, Italy, Japan, Korean, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Vatican City, Portugal, Spain, Sweden Switzerland United Kingdom)

Ø free activation fee

Ø also you will get 500 free mobile international calling every month (for full year)

Ø you will also have China Local 950 number (for your landline) your family and friends in China can reach you by directly dialing this 950 without paying any international long distance charges.

Ø Also we will keep the same number ###-###-####

· Also we will give you a free year Chinese TV service

Ø You can watch more than 40 of the most popular live Chinese channels (like [redacted], [redacted], [redacted], [redacted] news and more) unlimited streaming movies and TV shows from China. (this is $275.88value) also We will waived $49.99 activation fee for you. there is no deposit for the set up box and shipping fee.

Please don’t hesitate to contact me if you have any questions. Thank you so much!

Shon C[redacted]

iTalk Global Communication Inc

7926 Jones Branch Drive Ste 120

McLean VA 22102

Tel: ###-###-####

Fax: ###-###-####

Email: [redacted]

Review: I called to cancel my no contract service on 5/16/14 and I was told I have been billed and charged on my credit card for service between 5.15-6.14 already. I asked for a prorated refund for the remaining 29 days and got refused. I told them I would dispute with my credit card company and I was threatened that they would transfer this issue to a debit collector and that will affect my credit... I have used this company for over six years and paid over $2000 service fees and they refused to return the money charged for service that I haven't used. This is not a reasonable business practice. And I searched online and there have been numerous complaints against this company especially on their refund policy. If worst come worst, I wonder if a class action will be filed against them. How does this company gain A+ from Revdex.com?Desired Settlement: I need to get the service charge between 5.17-6.14 back.

Business

Response:

we have contacted customer. and refund back $27.01 back to her credit card on May 30th. we got email from customer and she was okay with our resolve. here is the copy of email:

Review: iTalkBB sales person push us very aggressively to take their product.

Their sale person ([redacted]) called us every night about a week until we agreed to take their product: phone service.

It happened about (march 21 – March 29, 2013).

She misguided us to switch our phone from [redacted] to their phone service.

They promised us that they would take care every procedure for switching process:

1. Keep our internet work always;

2. And we keep two phone lines:

our home phone # with [redacted]; and

the new number of iTalkBB, both work until our home phone is transfered from [redacted] to iTalkBB.

But [redacted] shut down our internet and phone service on April 2 based on iTalkBB’s request.

Suddenly we have not internet and no any phone works.

We are very surprise and angry about this happened. It is not iTalkBB promised to us.

We immediately called both [redacted] and iTalkBB.

We must reply new internet service from [redacted], the easiest time is April 8.

We tried so hard to contact with iTalkBB.

The sales service phone number: [redacted] never get through, always leave messages.

ID [redacted] of iTakBB, she bothered us every day before we agreed her product. But right now, she looks like disappeared. Never answer the phone calls and never return our messages.

We are trying very hard, called another iTalkBB: [redacted]

We want they

1) explain why this happened: our internet cut;

2) where is their sale person: [redacted], name: [redacted];

More than two days passed, we called more than 10 times, our phone were transferred from one to another, the answers always are: "we are trying to contact the sale person, then we will reply you in 24 hours".

More than two 24 hours passed no any replay we got back from them. We doubt that iTalkBB is really working on it, I believe that we are not the only customers be misguided.

We thought that we are cheated and misguided.

We complain iTalkBB not doing business on the honor way, but CHEATING way.

- An advertisement misrepresenting a service and

- An advertising term the seller will not honor.

We have not internet serive 7 days and we need spend money to make new order from [redacted] to bring back our internet.

We are working on TAX report and also working at home, it really hurt us.Desired Settlement: iTalkBB should apology to their customers for their no honor way of doing business.

iTalkBB should stop doing business in this way. It cheats their customers and it is unfair for their business competitors.

iTalkeBB should pay our loss: which includes: the fee restart internet; …

Our life is hurted: we need go to somewhere to have internet to do our works and tax report…

Our time, money loss and mentally, anger, unhappy, frustration,...

Business

Response:

We apologize for any inconvenience.

Consumer

Response:

[redacted] from iTalkBB

Review: I have requested to cancel the phone service with them two weeks ago. They told me they can not make partial month refund for the service they have charged. The suggested me to use until the end for the month (8/29). I said I don't want to do it because it is too hard to reach their cancel line. They said it will not be an issue in the future because they had line problem on that day.

I called today (8/26) to cancel the services. I have made 5 attempts. Everytime they asked me to leave a contact phone number. They said they will call back soon. But it has been 8:30pm. I still did not get phone call. I think they cheat me last time I called them.

I think this business try to use delaying answer to cancel call in order to keep the business. It is not right way to do business that way. I can get hold of them in minutes to order a service. But it takes me whole day and still can not reach their cancel service line.Desired Settlement: Cancel my service and make partial refund according the common practice of business. Do not cheat your customer!

Business

Response:

We cannot find customer account with information provided in this complaint.

Review: I joined iTalkBB phone company in December 2013 and canceled my services in mid September 2014. At the time of signing up for their services, the sales representative did not inform me of a two-year contract with early termination fee and price differentials (i.e. if I can the contract before it expires, they would charge me the regular phone rates for the first three/four months instead of the promotioinal rates thereof). After I closed my account with the company, they charged me $69.99 for early termination. I called the customer service and told them I was not informed of a two-year contract and asked them for a refund. They retrieved the sales phone call recording at the time of setting up my account, and I reviewed the entire call and discovered the sales representative did not mention a single word about a two-year contract. So they agreed to refund me the early termination fee of $69.99 but later charged me for the price differential in the amount of $67.92. Since they admitted their sales representative did not inform me of such a contract and refunded the early termination fee to me, they should not have charged me the price differential due to the non-disclosure of such a contract and the price differential.

I called their customer service four times and demanded a refund but their refused.

I appreciate your valuable assistance in this dispute.Desired Settlement: Refund me the full amount of $67.92 ASAP.

Business

Response:

Good afternoon. [redacted]. Regarding this case. Customer called our Sales dept on Dec 28th 2013 to sign up phone (with 2 yrs agreement) but our sale person didn’t mention 2 yrs plan to customer, this is why customer thought he didn’t have any agreement. When he cancelled the service, we charged him early termination fee $69.99 and promotion charge back $67.92. he complained these charges to our customer care center, we did refund back early termination fee back customer. But customer care center didn’t refund promotion charge back.

When we tried to refund the promotion charge back to customer, we have found out customer had already filed a chargeback (67.92) to his credit card company, we have informed his credit card company the chargeback was okay back to this his credit card. He should see the refund in 3-5 business day. I have spoke with customer today and customer is okay with the result. And we will follow up with customer next week, make sure the refund will be back to his credit card.

Please don’t hesitate to contact me if you have any questions. thank you so much!

Shon C[redacted]

iTalk Global Communication Inc

7926 Jones Branch Drive Ste 120

McLean VA 22102

Tel: ###-###-####

Fax: ###-###-####

Email: [redacted]@italkbb.com

Consumer

Response:

I accept the business's response. Thank you.

Review: I cancelled the italk BB home phone service on 4/22/14 (which took us totally three separate calls to finally cancel the service). I was told to return the device and then expect the refund check to be mailed within 2 weeks from the date of them receiving the device. I got the refund check around 05/06/14 but the one letter in my name was spelled wrong (U was spelled as N) on the check. I gave them a call on 5/8/14 to discuss the name issue and was told to wait for a call back. They called me back on 5/9/14 asking me to send the check back so that they could disburse another one. I refused to do so and told them I would never spent a penny for their mistake and I didn't want to be responsible if that check got lost in the mail!!! I told them to simply cancel the that check and disburse a new one. Then I was told that she needed to report that and call me back. Since I have never received a response for more than 7 days, I called them again on 5/16/14 to check the status and was told that they would report the problem and have someone call me back again. During both conversations, they admitted that they made the error while disbursed the refund check since the account holder (my) name was spelled correctly in their system. Both ladies told me that they had no idea how long it would take to have someone call me back. So I waited again and finally someone called me on 5/21/14 and confirmed the name and address saying that the check will be issued and mailed out soon. I thought everything was fine until today, 5/23/14, another lady called and told me that the credit card holder name (which was also my name) was originally recorded wrong and that has caused the name spelling issue on the refund check. I was told to sign a so-called authorization form to change the name so that they could disburse another check with the correct name. I was so pissed that I had to go through so much trouble for the mistake made by their staff. Here were the points that I have argued with them :

1. The italk BB account holder name was never spelled wrong since they verified my name very time I called.

2. They admitted that their staff spelled my name wrong while kicked in my credit card info. They claimed that they had the correct name on my account but wrong name on my credit card info. That raised my concern of how they have been able to charge my credit card for almost 3 years!!!!

3. They have never concerned about the mismatch of the account holder name and credit card holder name. I do believe that it's their responsibility to verify if these two don't match to protect the credit card holder. I mean you can't just charge a random card if the names don't match right? However, the lady told me its the responsibility of the credit card company. They claimed that they never checked the account holder or the card holder name matching issue.

4. They said since the card holder name was spelled wrong, I need to sign an authorization form to change the name. When I received the so-called authorization form, it was merely a sample saying "card holder would like to have account holder to receive the check" . It was a simple word document that didn't even have an official italk BB header. Although the lady told me that "if you don't sign the authorization form, you wont get your refund check", this form was never an official document as significant as they have claimed.

5. I was never informed that they had my name spelled wrong on my credit card info. I didn't even know if this whole "fact" was true.

6. Even it was true, they actually have stopped charging my card since I cancelled that card. From then on, I started mailing checks to them. If, citing their theory, they only disburse the refund check to whoever paid the service not whoever owned the account, in reality, they should have disbursed the refund to the checking account holder instead of the credit card holder since I have started paying by check since Aug of 2013. Those $43.92 refund money belong to the checking account not the credit card account. If they did check the checking account information they received, it was under my official name with no spelling error !!!!!!

I have suffered enough from their unreasonable requests and endless reporting back and forth. It took me almost a month to argue for merely $43.92 dollar and I still have received nothing from them!!! This is absurd !!!! When they requested us to send back the device, they said they would charge $59 if they didn't receive in two weeks! It cost me $14 to mail the device !!!! They were so clear on the time frame they imposed to their customers but were always uncertain of their processing time frame. All you could hear is "I'm sorry lady, I really don't know how long it will take". They were illegitimate from the very beginning with the credit card charging procedure, let alone those endless sloppy clerical mistakes. I started feeling that they have tried everything they could to avoid sending me the refund check. I mean you cant just come up with different excuses everytime you call your customers right ? Yesterday, you asked me to send the refund check back. Today, you told me that you only disburse to whoever paid the service. so what excuse are you going find tomorrow ??? It felt like a disaster to me !!! Oh, I forgot to mention that they didn't put my apartment number on the envelope when they mailed that refund check !!!! I found it hanging on top of our apartment mail boxes !!! It could have been taken by anyone !!!!!!!!Desired Settlement: I would like italk BB, at their earliest manner, to refund the check with the correct name without me signing any extra documents or causing me any extra efforts to obtain the refund check.

Business

Response:

we contacted customer and told her we will issue the new check to her this friday and void the check she has (on her hand) customer is okay with the reslove. we will follow up with customer next week. thank you!

Review: Hello In the end of Nov 2012, I bought the international call product that made of iTalkBB Inc. I paid by my credit card.The Ad said" no talk time limit from America to China, the charge is $24.99per month". After I got the item, I called iTalkBB service call, and according to the engineer guide to install the linksys.(iTalkBB kept the record) At the begining of Dec, before we us the linksys from America to call China, we call iTalkBB again to confirm the item, and they replyed that everything is OK, and then we start to use it. From Dec 2012-Feb 2013, we never got any information from iTalkBB, so we thought the item and system was working properally. Feb 2013, the local phone co called me and told us,we owed them $1048 of international phone calls billed to us , since Dec2012-Feb 2013, and they shut off our home phone, TV and internet. Then we knew that iTalkBBs item made a big problem. According to iTalkBBs engineer ,we installed the item correctly,and asked them to confirmed before we used it. Because of iTalkBB promise about the international call from America-China, we think iTalkBB should pay my international bill for $1048 dollors charged to us from [redacted] . We have contacted the company many times, they agreed to return us $50 for 2 months charge, and we replyed it was not acceptable. We sent emails to iTalkBB, no reply . We want iTalkBB Inc refund us $1048. Sincerely [redacted]Desired Settlement: We want iTalkBB Inc to pay our $1048 international calling billas soon as possible.Thank you for helping us to solve our problem.Sincerely[redacted]

Business

Response:

All the refund based on our established refund policy.We cannot refund anything that occurred from other company.